Community Manager

Position overview

Our Strategy team, consisting of Growth and Marketing, is leading us on a bold mission to expand into emerging markets. In order to maximise our reach and effectiveness, we are both strengthening our in-house Growth and Marketing capabilities and actively recruiting experienced global professionals in these domains. As the prime facilitators of our overall growth plan and membership acquisition objectives, the Growth and Marketing team will be the powerhouse behind our success.

Reporting into the Strategy and Growth organisation, this role will lead the monitoring, growing and managing of Xapo’s online community.  You will be proactive in identifying key audiences, creating strategies and implementing them to build a community of highly engaged followers. The ideal candidate will have strong communication and interpersonal skills, robust social media knowledge and be a “people person” with a motivation to nurture and grow our global community. 

The VP of Growth shares a quote on the Xapo Bank expansion plan into emerging markets and all the exciting initiatives within the team: “We´re on the rocket ship, and we need to have some great astronauts onboard with us as the journey will be exciting and we're aiming to grow, grow & grow more. ”

Responsibilities

• Be the voice of the brand and build trust with our online community across channels such as social media, forums, groups and other communities.
• Support the growth of our member base by attracting new followers from our markets of interest.
• Increase brand awareness and reach through community engagement. 
• Respond to comments promptly and accurately, leveraging relationships with key internal stakeholders to get information where required.
• Adopt an “on-brand” yet authentically human style to confidently interact with followers.
• Define and maintain a robust outreach strategy, always looking out for opportunities to delight the community and inspire brand love.
• Closely monitor brand presence, mentions and sentiment to quickly pick up negativity or potential reputation issues.
• Monitor, track and report on feedback, reviews and product enquiries.
• Maintain a high level of community growth and engagement. 
• Find new channels to increase our presence and bring new members.
• Nurture relationships and help create insights from all the feedback we get across channels and regions.
• Create content related to most common asked questions and help with the ongoing social strategy.

Skills needed

• Interest in social media marketing, customer service, or a related field.
• Strong knowledge of digital communities, social media and relationship management.
• Experience managing communities on different online and social channels.
• Ability to identify, track and manage engagement indicators.
• Ability to prioritise tasks and follow through on deliverables.
• Ability to identify and build strong relationships with community members, colleagues and other stakeholder groups.
• Strong communication and interpersonal skills.
• Ability to manage multiple projects and stakeholders in a fast-paced environment.
• Fluency in English - you will need to write effective copy in English.

Other requirements

• A dedicated workspace. 
• A reliable internet connection with the fastest speed possible in your area.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values.

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